Financial Support Agent, Support Now
Overview:
Support Now is an essential sub-department of Field Operations. The Chick-fil-A HELP Program provides support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities.We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees.
We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.
The Financial Support Agent, Support Now – Restaurant Support provides front-line Payroll and Treasury support to Chick-fil-A Restaurants; Agents look for ways to serve, get answers, and solve problems in a timely manner for our Operators, Team Members and each other.
If you are passionate about joining a championship team that focuses efforts on making it easy with care, Support Now is the place for you.
Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
Responsibilities:
- Answer questions and solve technical issues related to payroll processing, cash management, and various HR tasks
- Diagnose and troubleshoot system issues which can impact Operators’ ability to submit payroll and pay their employees
- Provide an effortless customer experience to make it easy for Restaurants to get answers and solve problems
- Utilize ticketing system to communicate and thoroughly document issues and opportunities
- Support both inbound phone calls as well as cases submitted via the online portal
- Manage case queue daily to make sure all cases are updated, communicated, and resolved effectively
- Attend regular team meetings with business partners to discuss trends and opportunities
- Keep informed of new software releases and other changes to best support Restaurants
- Utilizing KCS methodology, contribute to the knowledge base by flagging, editing and creating articles
- Follow all Standard Operating Procedures
- Advocate for the restaurant and own issues until completion
- Attend and pass all required training to adequately support the platforms and restaurants
- Support departmental goals such as Quality, Customer Satisfaction and other key metrics
- Adhere to published schedule and maintain excellent attendance
Minimum Qualifications:
- Earned an Associate’s Degree or actively enrolled in undergraduate four-year degree (Bachelors) program
- 0-2+ years of work experience
- Working knowledge of Microsoft Office
- Ability to work independently with minimal supervision
- Must be able to type at least 40 wpm
Preferred Qualifications:
- Bachelor's degree in Finance, Business or related field
- 0-2+ years Help Desk/Call Center experience
- Customer service experience
- Hospitality and/or Chick-fil-A restaurant experience, a plus
Minimum Years of Experience: 0
Travel Requirements: 10%
Required Level of Education: High School
Preferred Level of Education: Bachelor's Degree